Instant withdrawals seems like a bit of a stretch since over an hour ago I paid for the network transaction fee and my withdrawal is still pending...
Instant = not so instant.
Much like most online gambling sites, instant is only when you DEPOSIT money, taking it off is always a struggle...
UPDATE: over 2 hours now for my "instant" withdrawal.
****FINAL UPDATE**** took roughly 2.5 hours. requested at exactly 6:30am my time and i received an email confirmation of withdrawal at 8:57am.
28 Jan 06:30 Withdrawal -13.0 succeed 16W14vr9CKNt9uNsFKAGenzfR41ZW5D9be e0a6443f4217846904cb5a47925817d0b1ce38bcb79ef6a415fa3451012cfb23
its obviously not the worst, but when you advertise instant (and bitcoins are truly instant, confirmations take longer, but they do appear almost instantly) they need to be processed immediately.
Hi BitcoinzRulez,
For reasons of security, all player deposits are sent directly into cold wallets, with private keys split and stored redundantly offline. We are taking a safety-first approach with regards to player purses.
We use a number of hot wallets for outgoing transfers, which are used to facilitate instant withdrawals. We keep a minimum amount of bitcoins in each hot wallet - only what is required for day-to-day withdrawals - so as to protect player funds offline in cold storage. If you make a small withdrawal, you will see that it will be processed instantly (truly instantly).
For larger withdrawals (such as 13 BTC in your case), presently we require a level of manual action. An alert will be sent to a member of our payments team, who will transfer funds from a cold wallet as needed to complete the transaction.
Our system monitors a rolling average of how many coins we need for player withdrawals each day, and over time it adjusts how many coins we store hot to ensure we have enough funds in our hot wallets to process all day-to-day withdrawals instantly. However, in your case, it was your first withdrawal and it was quite a substantial amount so it needed movement from a cold wallet.
We felt our players would rather we store their purses in cold storage and process large withdrawals in <24 hrs than store all funds in hot wallets.
Having said that, we will be increasing the amount of funds we store in hot wallets in coming weeks and all withdrawals <50 BTC will be processed instantly.
I hope this helps. Please let us know if you have any further questions.
Cheers,
Cloudbet